Senior Manager, Professional Services

Blackbaud; Northern (KY); Hybrid; USD 102,000 - 133,000; Full time

Benefits offered by this job

Remote-flexible workforce

401(k) program with employer match

Generous Parental Leave

Job summary

Blackbaud seeks a Manager, Professional Services in the United States (Northern Kentucky) to lead a team delivering software implementations, advisory, and consulting services. This role blends people leadership with delivery excellence to ensure exceptional customer outcomes and efficient operations.

You will drive utilization, resource planning, and customer satisfaction while collaborating with analysts, consultants, developers, and leadership to deliver high-quality engagements and scalable

Qualifications

• 2+ years of direct people management experience.
• Experience leading implementation, consulting, professional services, customer success, or customer delivery teams.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written, verbal, and interpersonal communication skills.

Responsibilities

• Lead, coach, and develop a team of Professional Services associates.
• Drive achievement of team productivity, utilization, revenue, and operational goals.
• Monitor project health and delivery quality to ensure on-time, on-scope, on-budget delivery.
• Forecast resource needs and align staffing with project demand and sales pipeline activity.
• Partner with internal and external delivery resources to support successful service delivery.
• Identify opportunities to improve operational effectiveness and scalability.

Skills

People management

Delivery leadership

Resource planning

Customer focus

Job description

Manager, Professional Services

As a Manager, Professional Services, you will lead a team of service delivery professionals responsible for delivering software implementation, advisory, and consulting services to our customers. This is a player-coach leadership role that combines people leadership, operational management, customer engagement, and delivery excellence. You will be responsible for building and developing a high-performing team while ensuring successful customer outcomes, operational efficiency, and delivery quality. This role plays a critical part in supporting Professional Services objectives by driving utilization, resource planning, team development, and customer satisfaction. As part of a larger cross-functional organization, you will collaborate closely with business analysts, business consultants, technical consultants, developers, conversion analysts, and organizational leaders to deliver exceptional customer experiences and achieve key business objectives.

What You'll Do

People Leadership & Talent Development

• Lead, coach, and develop a team of Professional Services associates.
• Foster a culture of accountability, collaboration, continuous learning, and customer success.
• Conduct regular coaching conversations, quarterly check‑ins, performance reviews, and goal‑planning discussions.
• Support recruiting, onboarding, retention, succession planning, and career development initiatives.
• Provide ongoing feedback and mentorship to help associates achieve their professional goals.
• Ensure team members have the resources, support, and guidance needed to succeed.
• Lead by example through integrity, customer focus, collaboration, and a commitment to excellence.

Professional Services Operations

• Drive achievement of team productivity, utilization, revenue, and operational goals.
• Ensure adherence to Professional Services methodologies, standards, and delivery practices.
• Monitor project health and delivery quality to ensure projects are completed on time, within scope, and within budget.
• Forecast resource needs and proactively align staffing against project demand and sales pipeline activity.
• Partner with internal and external delivery resources to support successful service delivery.
• Identify opportunities to improve operational effectiveness, scalability, and team performance.
• Track and manage key performance indicators related to utilization, revenue, gross margin, and service delivery outcomes.

Customer & Delivery Leadership

• Develop a strong understanding of customer needs and the implementation portfolio.
• Support complex customer engagements and assist with project escalations.
• Partner with Sales and Business Development teams to provide delivery insights, project estimates, and scoping support.
• Advocate for customer needs while balancing business objectives and delivery commitments.
• Ensure high-quality customer experiences throughout implementation engagements.
• Represent the practice in departmental and company-wide initiatives.

Cross-functional Collaboration

• Partner with Professional Services leaders and delivery teams to drive consistent execution and delivery excellence.
• Collaborate across consulting, technical, conversion, and development teams to achieve customer success.
• Contribute to strategic initiatives that improve service delivery, operational effectiveness, and employee engagement.

Required Qualifications

• 2+ years of direct people management experience, including performance management, coaching, employee development, talent planning, and performance reviews.
• Experience leading implementation, consulting, professional services, customer success, or customer delivery teams.
• Demonstrated ability to lead and motivate teams while balancing competing business priorities.
• Experience managing operational metrics such as utilization, capacity planning, resource forecasting, revenue, or service delivery performance.
• Strong organizational and time management skills with the ability to manage multiple priorities in a fast‑paced environment.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail and commitment to delivering high‑quality customer outcomes.
• Ability to effectively collaborate and influence across multiple teams and stakeholder groups.

Preferred Qualifications

• Experience managing Professional Services, Implementation, Consulting, or Customer Success organizations.
• Experience supporting ERP, financial management, accounting, or SaaS software implementations.
• Knowledge of Financial Edge NXT, nonprofit financial operations, fund accounting, or comparable enterprise financial software solutions.
• Experience with utilization management, workforce planning, forecasting, and operational performance management.
• Experience managing customer escalations and executive‑level stakeholder relationships.

Success in This Role

Successful candidates will bring a combination of people leadership, operational excellence, and customer‑focused delivery experience. They will excel at developing high‑performing teams, driving business results, managing competing priorities, and delivering exceptional customer outcomes. They will be energized by coaching others, solving complex challenges, and partnering across the organization to support both associate and customer success.

Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

The starting base pay is $101,900.00 to $132,800.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include

• Medical, dental, and vision insurance
• Remote‑flexible workforce
• Wellness Programs
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Donations for Doers
• Pet insurance, legal and identity protection
• Tuition reimbursement program

Blackbaud (NASDAQ: BLKB) is the world’s leading cloud software company powering social good. Serving the entire social good community—nonprofits, foundations, corporations, education institutions, healthcare institutions and individual change agents—Blackbaud connects and empowers organizations to increase their impact through software, services, expertise, and data intelligence. The Blackbaud portfolio is tailored to the unique needs of vertical markets, with solutions for fundraising and CRM, marketing, advocacy, peer‑to‑peer fundraising, corporate social responsibility, school management, ticketing, grantmaking, financial management, payment processing and analytics. Serving the industry for more than three decades, Blackbaud is headquartered in Charleston, South Carolina and has operations in the United States, Australia, Canada, and the United Kingdom.